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Mississauga News - Dec. 3, 2008 - By Radhika Panjwani   rpanjwani@mississauga.net

City crafts policy to address complaints


City Manager Janice Baker recommends streamlining and standardizing the
City's current complaints procedure.  File photo

City of Mississauga officials say there's no reason to dramatically alter the way in which they deal with public complaints.

At today's meeting of General Committee, staff presented a report in which it recommended streamlining and standardizing the City's current complaints procedure rather than make drastic changes.

Staff was asked last May by City Council to explore the idea of hiring an ombudsman and to calculate the cost of investigating complaints filed by Lakeview resident and self-appointed City watchdog, Donald Barber.

Staff determined the cost of investigating each complaint of alleged misconduct filed by Barber could exceed $50,000, and hiring a permanent ombudsman would cost even more.

Barber, a four-time mayoral candidate who has repeatedly accused both staff and councillors of not thoroughly investigating his concerns, says the City's policy is not transparent enough.

Furthermore, he argued, the policy doesn't deal with complaints against City councillors or the City's security staff, but only department staff.

“Seeing that this policy seems to be created with me in mind, it would be deficient in dealing with all the complaints I've submitted,” Barber told councillors.  “It (policy) would not be able to deal with Council members.  If you're going to have an effective public complaints procedure, it really needs to be all-encompassing.”

City staff said none of the dozens of Ontario municipalities they contacted had an ombudsman and the majority did not even have a specific policy to address public complaints.

“We looked at a number of different options at how the complaints can be answered and I am not aware the provincial ombudsman has a mandate or the ability to investigate these types of complaints,” said City Manager Janice Baker.  “The simple fact of the matter is, our history of complaints that have risen to this level are very minimal.  What we're attempting to do is formalize the practices that have already been in place...for many years.”

Baker said the City recently introduced a separate code-of-conduct for its security staff, and it has proven sufficient.

As for complaints against City councillors?

“I consulted with the City solicitor, who thinks complaints against individual members of Council should be resolved at the ballot box,” Baker said.

Under the City's policy, residents can file complaints within 90 days of an incident. The City will then respond to the resident, providing a written report on its investigation.

Councillors say the policy should be reviewed again next year to determine if, at that point, an ombudsman is needed.


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